Guest Services Reception Team leader in London

Team Leader

Responsibilities

The Team Leader will support the Front of House Manager and Account Manager in delivering exceptional front of house services across three buildings and six floors.

This is a highly dynamic, operationally hands on role focused on team coordination, service excellence, and maintaining consistent standards while stepping up to lead the team when the Front of House Manager is on leave.

The role requires flexibility, visibility, and a proactive presence across the operation.

• Move confidently and efficiently between multiple floors and buildings, often at short notice.
• Be agile, quick thinking, and able to step into different areas of the business as needs arise.
• React rapidly to operational gaps, service pressures, or unexpected challenges.
• Maintain oversight of the front of house operation by being active on the floor and in the lobby, supporting the team and ensuring service standards are upheld in every location.
• Inspire, engage, and guide the team toward delivering outstanding service at all times.
• Build strong relationships with team members while leading, training, and motivating them to perform at their best.
• Assist in guiding and empowering the reception team to deliver a professional, polished, and welcoming experience.
• Support rota planning and holiday cover to ensure adequate staffing across all sites.
• Help monitor team performance and provide constructive feedback when required.
• Reception Management
• Lead, manage, and motivate a team of client hosts, ensuring they provide a welcoming, professional, and efficient service.
• Set performance standards, monitor team performance, and provide regular feedback and development opportunities.
• Develop and implement training programs to maintain a high standard of service.
• Client & Stakeholder Liaison
• Maintain positive relationships with internal teams and service partners.
• Communicate effectively with the Account Manager and Front of House Manager regarding operational updates.
• Step in to support client facing duties during the Front of House Manager's absence.
• Assist with maintaining accurate visitor logs and meeting room bookings.
• Support implementation of site procedures and health & safety compliance.
• Client and Visitor Experience
• Serve as the main point of contact for high level visitors and VIPs, ensuring their experience is smooth and exceptional.
• Address and resolve any issues or complaints in a professional manner, aiming for immediate and satisfactory resolution.
• Maintain a high level of confidentiality and professionalism, especially when dealing with sensitive information or high profile guests.
• Ensure that front of house areas, including reception, waiting areas, and meeting rooms, are well presented and meet corporate standards at all times.
• Collaboration and Communication
• Work closely with building facilities, security, and other service providers to ensure seamless daily operations and address issues promptly.
• Develop and maintain strong relationships with internal stakeholders such as executives, management, and support teams to facilitate smooth communication and service delivery.

Person Specification

• At least 1 year's experience in a comparable role.
• Share and embody Mitie values.
• Previous experience in a corporate reception or hospitality environment.
• Strong organizational skills and ability to multitask.
• Excellent communication and interpersonal skills.
• Professional, discreet, and customer focused approach.
• Good interpersonal skills and natural ability to positively influence business decisions.
• Ability to work well under pressure, be proactive, and act with intuition.
• Knowledge of meeting room management systems and Microsoft Office Suite.
• Exceptional organizational skills and attention to detail.
• Professional and polite at all times.
• Extremely flexible, great at multitasking, and able to take ownership and accountability.
• High level of discretion, professionalism, and confidentiality.
• Working Hours and Location
• Full time position requiring a high degree of flexibility for early morning and late evening coverage as needed.
• Role involves working across three buildings to cover operational gaps as required.
• Flexibility and mobility are essential to ensure seamless service delivery across all locations.
• Health and Safety Responsibilities
• Follow Group and company policies and procedures at all times.
• Report any apparent deficiencies in systems of work or equipment that may result in a failure of service delivery or risk to health, safety, or the environment.
• Use all work equipment and personal PPE properly and in accordance with training received.
• Report any issues or training needs to your Line Manager and/or via your divisional incident reporting system.
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